Help Desk Technician

About This Role

This Help Desk Technician role serves as the primary point of contact for technology support across the organization, ensuring employees remain productive by quickly and courteously resolving user issues. The role involves escalating complex problems to the appropriate teams and supporting system security and consistency through established processes and documentation.

Responsibilities

• Serve as the first point of contact for employee technology requests and incidents by phone, email, chat, and in person
• Diagnose and resolve hardware, software, network, and account issues for desktops, laptops, mobile devices, and printers
• Provide account support including password resets, multi-factor authentication enrollment, and access requests
• Escalate unresolved or complex issues to senior IT staff or vendors with clear, complete documentation
• Follow up with users to confirm issues are fully resolved
• Set up, configure, and deploy new computers, mobile devices, and peripherals
• Onboard and offboard users, including account creation, license assignment, and equipment handling
• Assist with software installation, patching, and updates using endpoint management tools
• Maintain accurate hardware and software inventory records
• Support conference rooms, collaboration tools, and audio/visual equipment
• Follow IT security policies and procedures when handling accounts, devices, and data
• Recognize and report suspected phishing, malware, and other security incidents promptly
• Support security awareness efforts and help users practice safe computing
• Log, track, and prioritize all requests in the ticketing system, keeping records current and accurate
• Create and update knowledge base articles and how-to guides
• Identify recurring issues and recommend improvements to reduce future support requests
• Communicate clearly and patiently with users of all technical skill levels
• Work with other IT team members and locations to share knowledge and coordinate support
• Coordinate with external vendors and service providers as needed

Requirements

• Strong customer service, teamwork, and communication skills
• Strong troubleshooting and problem-solving skills
• Working knowledge of the Windows operating system and common business applications
• Basic understanding of networking concepts such as TCP/IP, DNS, DHCP, and Wi-Fi
• Ability to lift up to 40 pounds and work at multiple company locations as needed
• High school diploma or equivalent
• A minimum of 1 year of experience in a help desk, desktop support, or similar IT role, or equivalent education